Staff Machine Learning Scientist

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. 

Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.  

Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. 

Join us to help define and lead the AI revolution for customer service.

Intercom’s Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers’ hands.

We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team's dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.

We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.

• Play an active role in hiring, mentoring and career development of other engineers

• Raise the bar for technical standards, performance, reliability, and operational excellence

• Identify areas where ML can create value for our customers

• Identify the right ML framing of product problems - Working with teammates and Product and Design stakeholders

• Conduct exploratory data analysis and research - Deeply understand the problem area

• Research and identify the right algorithms and tools - Being pragmatic, but innovating right to the cutting-edge when needed

• Perform offline evaluation to gather evidence an algorithm will work

• Work with engineers to bring prototypes to production

• Plan, measure & socialize learnings to inform iteration

• Partner deeply with the rest of team, and others, to build excellent ML products

• 5-8 years applied ML experience

• Previous background in a senior/staff role (data science, software development or academic)

• Significant, demonstrated impact that your work has had on the product and/or the teams

• Strong programming skills

• Experience as the primary technical leader for a team

• Strong communication skills, both within engineering teams and across disciplines.

• Comfort with ambiguity

• Typically have advanced education in ML or related field (e.g. MSc)

• Scientific thinking skills

• Track record shipping ML products

• PhD or other experience in a research environment

• Deep experience in an applicable ML area - E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clustering

• Strong stats or math background

• Visualization, data skills, SQL, matplotlib, etc.

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and equity in a fast-growing start-up

• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

• Regular compensation reviews - we reward great work!

• Pension scheme & match up to 4%

• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

• Flexible paid time off policy

• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 

• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

• Relocation support for those moving to our offices

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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